The CX Hustle Podcast

The CX Hustle Podcast


Quality Assurance Programs in the contact centre

February 10, 2020

In the latest episode of the CX Hustle, host Justin Tippett catches up with global contact centre expert Daniel Ord to discuss Quality Assurance Programs in the contact centre. 

Key topics: 

What is the purpose of Quality Assurance in the contact centre? 
Do you suffer from Grade Inflation?
Insight into a best-practice Quality Assurance Framework 

Who is responsible for measuring QA and for providing feedback to agents

Have you ever worked in a contact centre that has a Quality Assurance checklist to measure the 'quality' of the frontline agents? 

Most call centres have one. 

But how closely does that reflect the real customer experience?

Let me ask you this:

If you had a call that received a 95/100 or above score, would you blindly (without listening) just forward that to your CEO as an example of a great call?

I suspect not. 

The power of a correctly structured Quality Assurance program is one of the most powerful ways to transform your contact centre for both your agents, team leaders and of course the customer.

Yet sadly it's often one of the most misunderstood and applied frameworks we see in the contact centre. 

 In this 30-minute podcast, Justin and Daniel unpack all you need to know about Quality Assurance Programs in a contact centre that will challenge your current way of thinking and will leave you with a few great tips.